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TeleVantage 7.x Features

July 11, 2006

Thank you for using TeleVantage 7.5! This document covers new features and known issues in TeleVantage 7 and 7.5. Features specific to version 7.5 are marked with 7.5!

·7.5! SIP phones connected to TeleVantage now can support multiple line appearances and Caller ID on call waiting. Administrators can enter the desired number of multiple lines on the Phone tab when editing a user.

Thank you for using TeleVantage 7.5! This document covers new features and known issues in TeleVantage 7 and 7.5. Features specific to version 7.5 are marked with 7.5!

·7.5! SIP phones connected to TeleVantage now can support multiple line appearances and Caller ID on call waiting. Administrators can enter the desired number of multiple lines on the Phone tab when editing a user.

· 7.5! The Conference button on SIP phones is now supported for performing 3-way conferencing using the phone’s conference resources. For Aastra phone activation instructions, see "Enabling the Aastra phone’s Conference button" in Chapter 14 of Administering TeleVantage.

· 7.5! The X-PRO SIP Softphone for Pocket PC v2.2 from CounterPath Solutions Inc. can now be used with TeleVantage, providing VoIP mobility for Pocket PCs running the Windows Mobile 2003 Operating System. For configuration instructions, see Chapter 14 in Administering TeleVantage. For more information about X-PRO Softphone, including supported Pocket PCs, see http://www.CounterPath.com/.

· 7.5! TeleVantage now supports the Vertical Aastra 480i CT IP phone, which consists of a telephone base station and separate cordless handset. For configuration instructions, see Chapter 14 in Administering TeleVantage. For more about using SIP phones with TeleVantage, see Chapter 5 in Installing TeleVantage.

·TeleVantage now supports VoIP using SIP (Session Initiation Protocol) as well as H.323. Specifically TeleVantage supports a family of Vertical SIP desk phones, the CounterPath eyeBeam softphone, the full line of Sipura FXO and FXS ATA adapters for connecting analog stations, fax machines and trunks and SIP PSTN gateways supporting T1/E1/Analog trunks. In addition TeleVantage supports SIP trunking via www.broadvoice.com for full PSTN connectivity over just an Internet connection. For more information, see Installing TeleVantage and Chapter 14 of Administrating TeleVantage.

·TeleVantage now supports legacy PBX digital phones from multiple manufacturers including a wide range of models from Toshiba, Avaya/Lucent, Nortel, Siemens, and NEC. The business class feature set previously supported on Toshiba digital phones (SDNs, PDNs, speed dials, multiple line appearances, direct transfer, etc) is also supported on these phones. For more information, see Installing TeleVantage and Administrating TeleVantage.

· Busy Lamp Field (BLF) is now supported on the speed dial buttons of all supported digital phones. With BLF support you can see if the person designated by your speed dial button is on a call before calling them. This feature is also supported across servers connected via TeleVantage Enterprise Manager. To turn on support for BLF, see Administering TeleVantage, Chapter 7.

·Pressing an unassigned feature or line button on a digital phone will now display the button’s number so it is easier to assign features to buttons using ViewPoint or the Administrator.

·7.5! You can now hold down the control key and drag-and-drop a voice message from ViewPoint into any Windows application that supports file-dropping, for example, the message window of Microsoft Outlook. For details, see "Dragging and dropping voice messages to other applications" in Chapter 8 of Using TeleVantage.

· 7.5! You can now search your ViewPoint Call Log and Contacts folder based on several criteria. Choose Tools > Find.

· 7.5! When importing contacts from a .CSV file, the field-mapping configuration is saved for the next import simplifying the process of importing contacts from the same source over time. You can also save a custom mapping configuration and load it as needed.

· The new Call History pane shows “cradle to grave” call details illustrating how each call travels through the system. Using Call History, users can see why they got a call, where the caller was before they answered including which routing list or call rule was used, if hold music was changed, call transfers, and much more. Call History is available by clicking the “History” button in the Call Monitor for calls in process and the Call Log for calls that have ended. By default, Call History data is kept for 5 5 days to conserve disk space.

·ViewPoint supports simple, secure, user-to-user Instant Messaging (IM) by right-clicking a user name in the Extensions list or Queue Monitor’s Agent pane and selecting “Send an Instant Message.” When receiving a new Instant Message, a pop up “toast” appears in the Windows notification area at the bottom right of the desktop. Clicking on the pop up “toast” will open a conversation window to begin chatting. ViewPoint IM limitations include no notification that the other user isn’t running ViewPoint or they walked away (e.g. presence), no logging of IMs, no coaching/monitoring or recording of IMs, no HIPPA compliance, no emoticon support, no “I am typing” indicator. Also IMs can not be a part of incoming queue calls and distributed. Using ViewPoint IM is secure as it only operates with a valid LAN (or VPN) account and ViewPoint login and has no ability to transfer files (or viruses).

· ViewPoint is fully SIP-aware – dial any SIP URI such as sip:joe@foo.com, click to return calls or voice messages from SIP services. SIP addresses are allowed anywhere you can enter a regular phone number as long as your administrator has properly configured SIP on your system.

· Users can select the eyeBeam SIP softphone as a ViewPoint log in option, when the www.CounterPath.com eyeBeam is purchased and installed on the workstation and eyeBeam is properly configured with a TeleVantage account.

· New Windows XP-style icons have been developed for all workstation applications.

· A new welcome wizard greets new ViewPoint users and walks them through the recording of their voice title, voice mail greeting, and optional entry of their personal numbers. It also leads them to a on-line Flash-based “TeleVantage Quick Tour” on how to use TeleVantage and the on-line help. Administrators can turn the welcome wizard on or off at any time by opening the User in the Administrator, selecting the ViewPoint tab and selecting “Show Welcome Wizard on startup.” Users can also turn it off or select it at any time from ViewPoint’s tools menu.

· A new sample ViewPoint Add-in, Desktop Alert, lets you customize separate automatic pop-up windows for new calls and new voice messages. You can attach custom buttons to the window, for example to grab-and-hold a new call or send it to voicemail, and you can define the folders in which new activity triggers alerts. To add the Alert, use Tools > Add-in Manager in ViewPoint and select C:\Program Files\TeleVantage\Client\AddIns\DesktopAlert.dll.

·On startup of ViewPoint, a Tip of the Day is shown. Administrators can turn the Tip of the Day on or off at any time by opening the User in the Administrator, selecting the ViewPoint tab and selecting “Show Tip of the Day on startup”. Users can also turn it off or select it at any time from ViewPoint’s Help menu.

·ViewPoint users can access the Quick Start Guide or TeleVantage Quick Tour from the help menu.

·The desktop background TeleVantageDesktop.jpg is installed into the \Windows directory for your use. To make it your desktop background right-click on the Windows Desktop and choose Properties.

·7.5! Last Agent Routing is now available for call center queues, so that callbacks by the same caller can be routed straight to the last agent who handled their call, while that agent is signed in. For details, see "Using Last Agent Routing" in Chapter 2 of the TeleVantageCall Center Administrator's Guide.

·Skills-based routing allows you to distribute calls with various skill requirements to the agent with the best matching skills. For example, Spanish-speaking callers that need an sales agent can be routed to only Spanish-speaking agents who can process orders. Skills are a powerful way to maximize your call center resources by making sure calls go to the agents who are best equipped to handle them. Skills are defined in the system and assigned to users and queues. Auto attendants or IVR Plug-ins can assign skill requirements to incoming calls as needed. Skill Reduction allows you to reduce skill requirements over time if no agent is available and you need to get the caller to an agent regardless of skills within a certain time. “No Matching Skill”redirection allows you to redirect calls that have skill requirements that exceed the skills of the currently signed-in agents. Using this type of redirection (as well as Overflow agents) you will never have a caller starved and waiting on hold indefinitely for an agent. For more information, see the TeleVantage Call Center Administrator’s Guide

·Custom routing allows you to blend TeleVantage’s standard call distribution algorithms with each other, and with agent attributes such cost, and skills. For example, you could blend “Least talk time” with a negative Agent “Cost,” so that your most expensive agents take fewer calls, freeing them for other tasks. For more information, see the TeleVantage Call Center Administrator’s Guide.

·A SkillsWorksheet.xls Excel spreadsheet allows you to perform “What If” analysis when configuring your agent skills and your queue’s skills-based routing settings including skill weights. Using the spreadsheet you can see the impact of different queue configuration settings on which agent will receive which call, and which calls will be distributed first and assigned to which agent. The spreadsheet is located in the same directory as the TeleVantage Administrator. See the TeleVantage Call Center Administrator’s Guide for more information.

·TeleVantage now traces all call center queue activity to text files which shows a history of every decision made when performing skills based or regular call routing. Queue logs explain why a queue distributed a call to a particular agent, or why a call was not distributed, etc. Queue logs contain a reference to a Call ID so you can correlate individual calls back to Call Log entries in ViewPoint or the Administrator, when you show the new Call ID column. In order to troubleshoot activity in a subset of queues, queue logs can be turned on or off by editing the Queue’s Trace queue and agent activity to Queue logs setting. For more information, see the TeleVantage Call Center Administrator’s Guide Appendix A.

·Personal Status changes are now shown in the enhanced Call History by Agent Report and Agent History by Queue report. Every personal status change including custom Personal Statuses are shown for the appropriate Agent including summary information by day.

·New Call Center reports have been added to report on skills-based and custom routing. The new reports include:

Agent by Queue and Skill Configuration

Lists each agent, showing to which queues he or she belongs and which skills he or she possesses.

Agent Performance by Skill

Provides summary data showing how each agent in a queue performed in a given period by skill

Call Distribution by Skill and Agent

Provides a summary of how many calls were answered per selected agents and selected skills.

Call Distribution by Skill and Queue

Provides a summary of how many calls were answered per selected queues and selected skills.

Call Result by Skill

Shows comparative call results for all calls with skill requirements.

Queue Call History Detail

Shows the call history for a selected queue, including the skill requirements for each call.

Service Level by Skill

By wait time, shows the percentage of calls with a single skill requirement in a single queue that were answered, abandoned, or sent to voice mail.

Skill Assignment by Agent

Shows which agents have which skills within which queues.

·7.5! Intel IPM resources for SIP calls are no longer used to handle pure SIP-to-SIP calls that do not require any media processing such as voice mail or playing prompts. Previously, Intel IPM resources were allocated during setup of SIP calls too (for example, to play ringback, which is now played by the SIP phone). A system can now be configured without any Intel IPM resources and still support multiple SIP devices (phones, ITSPs, gateways) calling another SIP devices as long as the call never goes to voice mail and never needs any media support (e.g., call announcing, conferences, etc). To enable this feature, use the tuning parameter LazyIpmAllocation as described in "Configuring off-bus routing" in Chapter 14 of Administering TeleVantage.

· 7.5! TeleVantage now supports DNS-SRV records for SIP, so that SIP calls can be routed to a DNS server that then sends the call to different servers depending on availability. To enable DNS-SRV, edit your SIP span's tuning parameters and set DnsSupport to '"SRV record lookup'. For instructions on setting tuning parameters, see Appendix H of Installing TeleVantage. You must have a DNS server on your network.

·7.5! TeleVantage supports SIP trunking via www.broadwing.com for full PSTN connectivity over just an Internet connection.

·7.5! TeleVantage now supports the STUN (Simple Traversal of UDP through NATs) protocol for SIP, which simplifies the configuration of TeleVantage behind a non-symmetric NAT/Firewall to ITSPs. (STUN support does not assist in configuring TeleVantage with SIP phones). If TeleVantage resides behind a non-symmetric NAT, and all incoming SIP transmissions will be from SIP servers that TeleVantage is registered with (e.g. there are no SIP phones being used), then no further NAT configuration is necessary. For details, see "STUN protocol support" in Chapter 14 of Administering TeleVantage.

·A new Recording Archive Service runs on a separate server from the TeleVantage Server, and uses it’s own MSDE or SQL Server database. The Recording Archive Service can archive mailbox recordings from multiple TeleVantage Servers, as well as handle the resource-intensive archiving process without impacting TeleVantage performance. MP3 is also a supported archive file format, consuming much less disk space. Recording archives from TeleVantage 6 can be imported into the database using the new Archived Recording Browser. For more about archive recording, see Chapter 12 in Administering TeleVantage.

·The TeleVantage Archived Recording Browser has been enhanced with powerful search capabilities to make it easier and much faster to navigate very large recording archives, even those with a million recordings. Search on any field to locate the recordings you need and save them for later re-use. Results can be sorted by clicking on any column header, and you can annotate recordings with notes, mark important sections, and flag them for later follow up. Administrators can configure multiple Archive Recording Browser user accounts, each with unique permissions to view recordings from one or more TeleVantage Servers, archived mailboxes or even calls involving individual users or contacts. For archive administrators, a “Purge recordings” option can delete recordings according to search criteria you specify. A “Check archive” option can verify the archive database contains matching recordings for every record, and clean up discrepancies. For information on using the Archived Recording Browser, see Appendix E in Using TeleVantage.

·You can now choose one or more .WAV or .VOX audio files as a music-on-hold source. The TeleVantage Administrator lets you create a sequence, or play list, of audio files. When you select the sequence as a music-on-hold source it plays continuously in order. You can use .MP3 files by converting them to .WAV or .VOX format first using many available utilities. Music on hold from file volume can be adjusted via the Administrator under Tools > System Settings > Audio > Hold audio file volume. To configure music on hold, see Tools > System Settings > Audio > Hold sources.

· Royalty free music-on-hold VOX files (classical, jazz, new age) are provided on the TeleVantage Master CD in the \MusicOnHold folder of the Master CD for use with TeleVantage.

·The TeleVantage Multi-line TAPI Service Provider can be installed to provide multiple users TAPI screen pops and TAPI dialing on a Citrix Server or Windows Terminal Server with TAPI compatible applications such as Act!. The TeleVantage Multi-line TAPI Service Provider can be used with the Contact Manager Assistant to provide screen pops to Outlook and Goldmine as well. TeleVantage still includes the basic single-line TAPI Service Provider for use on individual workstations. For more information, see Installing TeleVantage.

·A TFTP Server (from http://tftpd32.jounin.net ) can be optionally installed as a Windows Service to update the configurations of Vertical Aastra SIP phones and other devices. See Installing TeleVantage Chapter 17 for details on how to install and configure the TFTP service.

·Dialing *18 from any IP phones lets you test the VoIP connection between the phone and the TeleVantage Server. After dialing *18 from an IP phone, whatever you say is echoed back by the Server, letting you judge any VoIP delay and allowing to you check for two-way audio.

·You can now configure the length of time that a user is locked out after failed logon attempts. After the specified time elapses, the account is automatically unlocked. For details, see "Enforcing strong password security" in Chapter 3 of Administering TeleVantage.

·You can now configure a user’s home, home2, or mobile number to be ‘authenticated’ (as if the user logged in) whenever TeleVantage receives an incoming call from that number. This way, users can call TeleVantage from their remote numbers and check voice mail and perform other account operations without entering their extension or password. For details, see "Enabling automatic logon for users" in Chapter 6 of Administering TeleVantage.

·Members in a TeleVantage domain can now be connected via SIP as well as H.323 via TeleVantage Enterprise Gateways, which replace H.323 gateways supported previously. When you create an Enterprise Gateway, you assign it a remote Enterprise Gateway protocol of either H.323 or SIP. For more about creating Enterprise Gateways, see Chapter 15 in Administrating TeleVantage.

·Enterprise Manager now supports TeleVantage Servers communicating using the SIP or H.323 protocol.

·Enterprise Manager now supports sending calls between Members in a TeleVantage domain via the PSTN as long as all members in the domain have been assigned DID numbers from the telephone company. When you configure a Member for PSTN forwarding, created gateway users will forward their calls over the PSTN instead of using an H.323 or SIP Enterprise Gateway. You specify PSTN forwarding (via the Preferred Connection Type setting) when you configure basic settings on a Member according to the instructions in Chapter 4 in the TeleVantage Enterprise Manager Installation & Administrator Guide. For more about the differences in functionality between the supported preferred connection types, see Appendix H in the TeleVantage Enterprise Manager Installation & Administrator Guide.

·The TeleVantage Administrator creates and manages the appropriate Vertical Aastra SIP phone configuration files .cfg and Aastra.cfg. When you use the Administrator to edit an external SIP station setting and specify the Vertical SIP phone’s MAC address, or when you edit SIP span settings, the appropriate configuration files are now created or updated, and are applied the next time the SIP phone is reset. You can also edit these files manually and your edits are preserved. To use this feature, you must install and properly configure the TFTP Server included with the TeleVantage Services installer. See Chapter 14 in Administrating TeleVantage for details.

·From Tools > User Templates… you can now create and save user templates, which contain collections of user settings that you can apply to multiple users and roles in bulk. User templates make it easy create users with similar settings, or you can use them make bulk changes of individual settings to existing users.

·From Tools > Phone Templates… you can now create phone templates, which contain collections of phone settings, organized by each phone family and model (e.g. Nortel, Toshiba, analog, etc). Once defined, pressing *0 on an unassigned extension will apply the default phone template for that device type. You can also apply phone settings to one or more users or roles to make bulk changes of individual phone settings as needed. Predefine phone templates are installed for all device types – you can access these templates using Tools > Phone Templates…

·You can import users in bulk from a Windows Server’s Active Directory or a CSV file using the Administrator’s File > Import and Export menu option. When importing users, you can set all user settings (using user templates) and phone settings (using phone templates).

·From File > New Users from template you can manually enter basic user details into a grid and specify corresponding user and phone templates to rapidly create many users without a CSV file or Active Directory source.

·SIP calls involving only SIP end-points are handled using off-bus routing. With off-bus routing, packets in a SIP to SIP call are routed more directly from one SIP end-point to the other through TeleVantage’s RTP Relay instead of via the TDM bus of the Intel HMP software or Intel Dialogic boards. The result is higher voice quality and lower latency, and in some configurations, reduced Intel RTP resource usage. The RTP relay runs in Windows Kernel mode by default, to keep CPU usage low.

·An Excel spreadsheet IntelRTPResourceNeeds.xls is provided to assist you in calculating the Intel resources you need to support your configuration.

·DiffServ QoS is now supported on H.323 and SIP Spans and is configured using the “Layer 3 QoS TOS Octet” setting on the Tuning tab of the Span. Due to limitations of the Intel drivers, this feature is not available on Intel’s 10BT boards (DM/IP-241-1T1-10P and DM/IP-301-1E1-10P). To use this feature your network equipment and VoIP devices must support DiffServ QoS. Please refer to http://www.ietf.org/rfc/rfc1349.txt and http://www.ietf.org/rfc/rfc2474.txt for more information.

·SIP external stations can be authenticated based on per-station authentication settings, per-span authentication settings or user extensions and passwords.

·The TeleVantage Server installer is now a more robust MSI-based installer, and can be installed before installing Intel HMP or Intel boards / drivers. If the TeleVantage Server does not see the proper version of the drivers when starting, warnings are place in the Windows event log.

·All phone settings are now available in the Administrator including call waiting settings. Previously some of these phone settings were only available in ViewPoint.

·The Device Monitor has been enhanced with a Call History pane showing real-time activity on any trunk or station. Also the Administrator contains a View call history permission to determine if users have the ability to see the call history pane in ViewPoint’s Call Monitor or Call Log.

·The Device Monitor can now display the duration of any active call when you click on a trunk or station.

·The Dial plan view can now show entries from the perspective of the PSTN (e.g. by DID numbers) or from internal dial tone (e.g. by Extensions)

·A built-in network capture facility collects network traces in and out of the TeleVantage Server for client / server communications and VoIP signaling, and is on by default. It can also optionally capture RTP audio traffic as well to troubleshoot QoS issues (off by default as it requires more CPU). See Chapter 12 of Administrating TeleVantage for details.

·A Windows performance monitor template is installed to aid in the tracking down of any performance issues on the TeleVantage Server including 3rd party applications. See Chapter 12 of Administrating TeleVantage for details.

·The PR Wizard no longer creates .cab files, it now uses improved file compression and creates .zip files that are smaller and can contain more data. The PR Wizard also can be run on an extremely busy system and it will be using the lowest priority thread, so it will not slow down the rest of the system (although it may take a long time on a busy system).

·7.5! TeleVantage now supports Intel Dialogic System Release 5.1.1 Service Update (SU) 107 in addition to SU 69 previously released with TeleVantage 7.0. For details of what is included in this SU 107, see the driverupdates.htm included with this release. Important: SU 107, included with TeleVantage 7.5 only supports host-based H.323 or SIP stacks and does not support the older embedded H.323 stack. An embedded H.323 stack is only supported by Intel Dialogic SR 5.1.1 SU 69, included with TeleVantage 7.0.

·7.5! The following Intel Dialogic boards have been EOL’d by Intel and are no longer supported with TeleVantage 7.5 and Intel Dialogic SU 107. If you are upgrading an existing system to TeleVantage 7.5, Vertical recommends that you replace any unsupported Intel Dialogic boards with boards that are supported by SU 107. (See the spreadsheet of supported telephony boards (SupportedTelephonyBoards.xls) included on the TeleVantage Intel Drivers CD for more information.)

Important: If instead you elect to install TeleVantage 7.5 with an EOL’d board and Intel’s SU 69 drivers and discover a problem that needs support, Vertical will use all reasonable trouble-shooting efforts to determine if the root cause is with the EOL’d boards or the SU 69 drivers. If the root cause isolates to either of those older Intel components, you will need to upgrade to SU 107 and supported Intel boards, or to an HMP configuration.

These Intel Dialogic telephony boards are not supported with TeleVantage 7.5 and Intel Dialogic SU 107:

BRI/160SC

BRI/80SC

D/160SC

D/160SC-8LS

D/240SC

D/320-PCI

D/41ESC

D/640SC

D/80-PCI

D/80SC

DM/IP0821A-E1-120

DM/IP0821A-T1

DM/IP241-1T1-P10

DM/IP2431A-T1

DM/IP301-1E1-P10

DM/IP3031A-E1-120

DM/V480-2T1-PCI

DM/V600-2E1-PCI

·Intel HMP 1.1 software is now supported as an alternative to Intel Dialogic boards, providing a 100% pure IP PBX software-only solution. To connect an HMP system to the PSTN you need to use a SIP PSTN gateway or SIP ITSP Carrier. Alternatively you can use another TeleVantage Server with Intel Dialogic boards configured for an H.323 gateway. To connect an HMP system to analog phones you need to use a SIP FXS gateway or ATA adapter. For more information, see Installing Intel Dialogic Components for TeleVantage.

·Windows 2003 SP1 is officially supported for the Server and workstation applications

·The following Intel Dialogic boards can now be used with TeleVantage. For detailed board specifications, refer to the telephony board specification spreadsheet (SupportedTelephonyBoards.xls), included on the Intel Dialogic Drivers CD.

DM/V480A-2T1-PCI

DM/V600A-2E1-PCI

DM/V960A-4T1-PCI

DM/V1200A-4E1-PCI

·ISDN PRI T1 and E1 interfaces are supported on the following Intel Dialogic boards:

DM/IP301-1E1-P100

DM/IP241-1T1-P100

DM/IP601-2E1-P100

DM/IP481-2T1-P100

DM/V600A-2E1-PCI

DM/V480-2T1-PCI

DM/V1200A-4E1-PCI

DM/V960A-4T1-PCI

The following ISDN protocols are supported on the boards listed above.

Note: CAS protocols (Robbed-bit T1 and R2MF E1) are not supported on these boards):

4ESS (T1)

5ESS (T1)

DMS (T1)

NI2 (T1)

Net5 (E1)

QSIG (E1 & T1)

· The DSI162HMP digital station interface board and the DSI162LGNHMP digital station interface board support the Avaya, Nortel, Siemens, and NEC digital phones listed in Installing TeleVantage.

·Shared voice resources are now available on Intel Dialogic DMV boards and DM/IPxxx 100BT boards when running a host-based stack. Voice resources from DI0408LSAR2 boards and DM/IPxxx host-based stack boards can be mixed with other Dialogic boards in the same TeleVantage Server, lowering the costs of your TeleVantage system. For more information, see Installing Intel Telephony Components.

·A TeleVantage Dialogic Clean utility can be run to clean up / uninstall any pre-installed Intel Dialogic Drivers to prepare for installing other drivers.

· DM/V-A T1 and E1 boards can now be used to drive caller ID on call waiting on HDSI boards as well MSI boards. This requires a different media load which is described in Installing Intel Telephony Components.

·The Client API’s call object now can return a Call.CallHistoryID property to get access to the corresponding call history entry (once it is logged after the call finishes).

·The Client API and the IVR Plug-in API have been enhanced to support reading and managing agent skills for skills-based routing.

Product Information is current to the best of our knowledge. However, box sizes information, specifications, and product images shown may vary from the actual product received. If you have any questions please feel free to contact us directly at (800)-331-3307

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